Specialist - Customer Support

Job Description

Work Your Magic with us! Ready to explore, break barriers, and discover more We know you ve got big plans so do we! Our colleagues across the globe love innovating with science and technology to enrich people s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That`s why we are always looking for curious minds that see themselves imagining the unimageable with us. Purpose for the position: The purpose of this position is to provide support to both internal and external customers, providing them a professional, accurate and efficient response which will help them to achieve their requirements and to build good rapport with customers for growth of organization. Essential Job Functions:
• Entering all email, and fax orders accurately of various countries as per agreed timelines
• Enter the orders and quotes accurately on SAP as per the rules set up by different countries
• Should have good understanding of business knowledge (O2C) and is able to use this for daily work
• Ensure expected order entry productivity and accuracy is maintained consistently
• Ensure to provide excellent customer service through Call, e-mail, chat, etc. in timely and accurate manner.
• Serve as liaison between customer support team, management and customer to improve customer service and business productivity.
• Analyze customer complaints and provide appropriate corrective actions.
• Assist directly or route customers to the appropriate personnel for assistance.
• Ensure customer satisfaction by meeting customer needs in courteous and timely manner.
• Track, follow-up and resolve customer s outstanding issues in a timely fashion.
• Prepare documentation and reports on routine customer correspondence for future reference purpose.
• Assist in training peers on improving customer support service.
• Develop and maintain in-depth product knowledge.
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
• Identify and follow up customer specific requirements
• Any other additional tasks depending on the specific country or organization as requested by your Team Lead / Supervisor
• Should be able to handle all process related queries
• Proper response on email queries received from the customers or internal team
• Any other additional tasks depending on the specific country or organization as requested by your senior authorities
• To maintain ISO Audit documents and create ISO documentation for new transitions.
• Quality check on open order report through stretch goal
• New hire process training for respective process
• Publish daily and monthly productivity report of the team
• Afternoon Shift 1:30 PM to 10:30 PM.
Basic Qualifications: Education:
• Graduation in any disciplinary
Experience:
• Requires minimum of 5-6 years work experience in a similar position.
Desirable Skills:
• Good knowledge in written and spoken English. Moreover, should have capability to work with team from different geographies and people from diverse backgrounds
• Ability to effortlessly work across cultures - emails and phone etiquettes
• Showcases excellent ERP knowledge (SAP, SFDC and Oracle tool knowledge).
• Ability to articulate and present a thought or an idea to a cross cultural teams
• Intermediate work experience in MS-Office, Excel, Word, Email & Internet
• Decent knowledge in Excel to use proper formulas and basic idea of PowerPoint for creating reports and presentation
• Should have good keyboard skills with typing speed of 30-35 wpm and should be aware of all the keyboard shortcuts to achieve maximum throughput
• Must be able to work successfully with the overseas teams to transition new processes.
• The ability to perform multiple tasks simultaneously while prioritizing the changing demands; demonstrate high sense of urgency.
Technical Skills and Competencies:
1. SAP Oracle user knowledge Basic Proficiency expected
• Some Basics of SAP TCodes / Oracle for Customer Master data.
• Navigating different transaction and screens
• Ability to perform right search as per requirement
• Should be able to enter data in the system with all the required parameters, under supervision from experts. Understanding different T-Codes and its impact on the results
1. Microsoft Office- Basic Proficiency expected
• Computer operating knowledge.
• Familiar with interne google mail and Lotus notes
• Knowledge of MS Word, MS Excess and Power point.
1. Key Board Skills Basic Proficiency expected
• Should have excellent keyboard skills with typing speed of 35-40 wpm and good knowledge of shortcuts
• Should possess excellent skills in operating keyboard and should be aware of all the keyboard shortcuts to achieve maximum throughput
1. Communication Skills (Written/Spoken English) Basic Proficiency expected
• Good knowledge in written and spoken English.
Behavioural Competencies:
1. Basic proficiency in Interpersonal skills, Problem solving, Planning & execution and Impactful communication
2. Limited proficiency in Customer orientation, Business acumen and Leading change.
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress! Apply now and become a part of our diverse team!,

Keyskills :
ms officetyping speediso auditcomputer operating